Terms of service.

1. Service and eligibility

By creating an account or booking a delivery, you confirm that you can enter a contract and that the information supplied is complete and accurate. Service availability, timing and price depend on the route, parcel, capacity and safety conditions. A request becomes an accepted booking only after confirmation.

2. Customer responsibilities

• Provide accurate sender, recipient, contact, location and parcel information.
• Package items safely and disclose fragile, valuable, regulated or special-handling contents.
• Do not tender illegal, dangerous, prohibited, undeclared or improperly packaged goods.
• Ensure authorised access at pickup and delivery and protect account credentials and delivery PINs.

3. Price and payment

A quote may change if the actual route, weight, size, contents, waiting time or requested service differs materially from the booking. Online payment is treated as paid only after server-side verification by PonyWheels and the payment provider. A screenshot, SMS or customer-entered reference is not proof of payment.

4. Delivery, proof and exceptions

Times are estimates unless PonyWheels expressly guarantees a service window. We may record status events and obtain appropriate proof of delivery. Failed access, incorrect details, recipient refusal, unsafe conditions or force-majeure events may cause delay, return, storage or an additional charge.

5. Claims and liability

Report loss, damage, delay or an incorrect delivery promptly through customer support with the booking number and evidence. Liability is subject to applicable Ghanaian law, the declared nature and value of the parcel, available evidence, any agreed service limit and exclusions that the law permits. Nothing excludes liability that cannot legally be excluded.

6. Accounts and acceptable use

We may restrict or suspend an account or booking to protect customers, staff, the public or the service; investigate suspected fraud or abuse; comply with law; or recover an overdue amount. You may not interfere with the platform, impersonate another person, probe security or misuse operational data.

7. Governing law and contact

These terms are governed by the laws of Ghana. We will first try to resolve disputes through support and good-faith review; statutory and court rights remain available.